Galaxy S7 wifi icon showing exclamation mark, unable to connect to the internet, other issues

Hello Android community. Our #GalaxyS7 post for today covers some internet connectivity problems reported to us for the past few days.

If you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page.

When describing your issue, please be as detailed as possible so we can easily pinpoint a relevant solution. If you can, kindly include the exact error messages you are getting to give us an idea where to start. If you have already tried some troubleshooting steps before emailing us, make sure to mention them so we can skip them in our answers.

Below are specific topics we’re bringing for you today:

Problem 1: Galaxy S7 wifi icon showing exclamation mark, unable to connect to the internet, keeps saying “internet may not be available”

Hi there. My wife has had her Galaxy S7 for a few weeks, and recently she’s been having some problems with the phone being connected to the wifi router, but it shows an exclamation mark next to the wifi symbol, and says “internet may not be available”. This only happened from time to time. I received my new S7 last week, and have also had this problem, though less than she does. I came to realize however that the moment both phones are connected to the wifi, one or both gives the “!” symbol and the warning message. I even tested with my PC, laptop, S4, S5 mini, Vodafone tablet and my S7 all streaming Youtube video simultaneously.

As soon as I connect the 2nd S7, both the S7’s stop data transfer and give the “!” symbol. All the other devices continue playing as normal. Sometimes the internet does work fine for a few seconds up to maybe 2 minutes. A guest with an S8+ came to visit today, and the exact same thing happens. It seems as if the Samsung Android 7 devices have some effect on each other being on the same wifi network.

I read many forums where people have the same problems, all over the world – different carriers, routers, S7 and S8 range phones. Some changes improve the situation for some, but I haven’t yet come across a bulletproof fix for all. It seems Samsung denies any fault with their devices. Samsung blames the router, routers blame the carrier, and carrier’s blame Samsung.

I have so far tried:

 

  • switching off all bluetooth comms
  • clear system cache
  • Reboot
  • factory reset
  • update phones and router softwares
  • different distances from router
  • changing IP settings from DHCP to Static
  • Allow Wifi roaming scans
  • Setting up different SSID’s on the router and connecting 1 phone only to 1 SSID
  • Disabling router firewall and/or setting the SSID security mode off
  • Changing the DHCP range
  • Changing the Wifi channel from auto to others (my router only has 2.4GHz capability, so the 2.4/5GHz switching problem should not be a factor)
  • Removing all other devices from the network
  • Resetting the router
  • Specifically allowing these phones’ MAC addresses
  • ping the router with 1 S7 connected: avg 35ms. Ping with 2 S7’s connected and “!” showing: avg around 6500ms
  • stopped all running background data.

 

Is there any other idea or fix that you are aware of, or does Samsung have plans to roll out a fix for this? From the international posts (ie https://us.community.samsung.com/t5/Galaxy-S-Phones/Galaxy-S8-Wifi-Issues/td-p/108952) it seems people have been having this issue for months… I’m not very happy having 2 new, expensive devices (albeit not the latest flag ship models), in a country with some of the most expensive mobile data in the world, and not being able to properly use my home wifi. Please, any help would be awesome. Thanks. — Ruan

Solution: Hi Ruan. We can confirm that this issue is most likely a Samsung hardware glitch, or a coding bug with Google’s Android as we also observed the same exact phenomenon in our own S8.  We’ve been monitoring this issue recently and so far, you’re the first one to describe the issue and its troubleshooting steps done so far in detail. We understand the usual dose of software troubleshooting won’t fix the problem (as we’ve also tried them ourselves) so all we can do for now is to wait until Samsung or Google take a look at the problem. Hopefully, they can come up with a solution soon enough. We’ve contacted Samsung ourselves but we are yet to receive a response, if there’s any.

We’re trying to replicate all the conditions in our S7 and S6 to see if it’s pervasive glitch across at least 3 types of Galaxy devices but so far, the problem seems to be isolated to our S8. if this situation holds, there’s a chance this problem may only be affecting some select devices. Unfortunately at this time, we are yet unable to determine what the common denominator is for all phones affected by this bug so we are just as clueless as you are.

In the meantime, we suggest that you simply do what’s needed to temporarily fix the issue, by restarting the device.

Don’t worry, as soon as there’s any official word from Samsung or Google about this issue, we’ll definitely update this post so we can advice you.

Problem 2: Galaxy S7 keeps saying no connection, use offline

When I first start it up, it says no connection use off-line. If I make a second request, the site comes up as normal and I have no further problems with the device. I should mention that when I open the cover to turn on the phone I can make a voice to text request for a website and That works. But when I want to go to that website, the first time I hit return it responds by saying no connection use off-line. Again, when I hit the return key the Second time the phone respond as normal and I have no further problems. What’s up with that? — Thehoover2

Solution: Hi Thehoover2. We don’t think we totally get the picture of the problem you’re describing here but if internet connection works eventually after doing something like hit the return key, it may be an issue with the browser (we assume you’re trying to use a browser since you did not mention any particular app). Whether you’re using a browser or not though, we suggest that you try to wipe the cache partition first. The cache partition is a part of your phone’s memory that stores the system cache. At times, system cache gets corrupted so it’s good if you can keep it fresh by deleting the old one. Doing so will force the phone to build a new system cache, which may, in turn, help fix the problem. Here’s how to do it:

  1. Turn off your Samsung Galaxy S7.
  2. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  4. When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  5. Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  6. Once highlighted, you may press the Power key to select it.
  7. Now highlight the option ‘Yes’ using the Volume Down key and press the Power button to select it.
  8. Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  9. The phone will now reboot longer than usual.

Clear app cache and data

If nothing changes after you’ve cleared the cache partition, the next good thing that you want to do is to delete the cache and data of the web browser (or whatever app you’re using). Just like the operating system, apps also keep their corresponding cache and data to help Android load them faster. App-specific cache and data can include user customization, settings, personal information, etc. Below are the steps on how to clear an app’s cache and data:

  1. Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  2. Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6 or 7.
  3. Once in there, look for the application and tap it.
  4. You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
  5. You should now clearly see the Clear Cache and Clear Data buttons for the application.

Keep in mind that the steps above can be performed for any app-related trouble. If we are mistaken and you’re not having an issue with a specific app when trying to connect, simply skip this troubleshooting step.

Wipe the phone with factory reset

We don’t know the full history of your device so identifying the cause of the problem is hard. Normally, part of any Android troubleshooting process is asking the user what he or she may have done differently prior to the problem started appearing but since this is a one-way correspondence, what we can do is to simply tell you to wipe the device clean via factory reset. As the name suggests, factory reset will return all software settings back to their factory state, which means removing user customizations, data, and hopefully, bugs that have developed over time. If you haven’t tried this on your device yet, here’s how it’s done. Be sure to create a backup of your files before doing it though.

  1. Turn off your Samsung Galaxy S7.
  2. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  4. When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  5. Using the Volume Down key, navigate through the options and highlight ‘wipe data / factory reset.’
  6. Once highlighted, you may press the Power key to select it.
  7. Now highlight the option ‘Yes — delete all user data’ using the Volume Down key and press the Power button to select it.
  8. Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  9. The phone will now reboot longer than usual.

Problem 3: Galaxy S7 in StraightTalk network won’t connect to the internet, APN settings are not correct

Hi. I read through your forum but it did not state what to do if APN settings were not correct. I will explain. I have a Samsung Galaxy S7 that was originally on Verizon. I switched to Straight Talk over a year ago. I finally decided to hook up to the computer and update the softwre. Afterwards of course, no 4G, it is greyed out. I have done multiple soft resets, toggled mobile data, airplane mode… Nothing. Calls, text, and wifi work fine. I called StraightTalk and had to hang up I was so frustrated. I found d your forum. When I went to APN setting, Verizon was listed, only thing listed, but not selected. So I selected it. I then did all of the above again, nothing. I will tell you what the APN settings say: Name, Verizon Inernet APN, VZWINTERNET Everything else says NOT SET, until MCC, 311 MNC, 480 AUTH. TYPE, NOT SET APN TYPE, default, dun, supl APN PROTOCOL & ROAMING, IPv4/IPv6 APN TURNED ON BEARER, LTE MOBILE VIRTUAL….. NONE MOBILE VIRTUAL….. NOT SET. — Tracybrigman

Solution: Hi Tracybrigman. In order for mobile data to work, a device must be properly configured software-wise (assuming that it’s hardware is compatible with the network’s system)  and that includes the APN or access point name.

Now, APN is network-specific. That means that the device must have the APN of the network it’s currently connected to, in your case that’s StraightTalk in order to allow mobile data to work. Selecting Verizon’s APN won’t allow the device to connect to the internet using StraightTalk’s network. We suggest that you contact StraightTalk again and ask them to configure the device properly.

 


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One Reply to “Galaxy S7 wifi icon showing exclamation mark, unable to connect to the internet, other issues”

  1. About Problem 1 with the exclamation mark on wifi icon. We experience the same issue particularily on the xcover4 and also A5, A3 phone with android 7. As we have about 2k devices deployed over our customers and using massively wifi connexion we experience such problems on every new site. We use ubiquiti APs but have some problems with aruba APs on some sites. It would be great to have a fix.

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